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Class 228 - Cert IV > Customer Service - CUS > Flashcards

Customer Service - CUS Flashcards

1
Q

What does the Equal Opportunity Act prevent discrimination of?

A

Race
Religion
Sexual Orientation
Gender
Age

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2
Q

Where can you find policies?

A

The Depot

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3
Q

If a passenger has an enquiry you cannot answer, who would you direct them to?

A

Station Staff

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4
Q

Who would you discuss processes, policies and procedures with?

A

Depot Manager/Principal Drivers

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5
Q

After how many minutes of delays do you need to make a PA announcement?

A

2 Minutes

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6
Q

At what time intervals should you make PA announcements for a major disruption over an extended period of time?

A

Every 5 minutes

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7
Q

What are some times when drivers will need to make PA announcements?

A
  1. Pre-departure from terminating locations
  2. Delays (over 2 minutes)
  3. When automated announcements are inoperative and the training is arriving at a major junction/terminating station.
  4. Altered stopping or transposals
  5. When leaving the cab
  6. Incident/damage where it will prevent passengers from alighting correctly
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8
Q

How soon before departure should you make the announcement?

A

2 minutes

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9
Q

How are transposals given to the driver?

A

From Train Control, transmitted via DTRS

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10
Q

As defined in the Transport (Ticketing and Conduct) Regulations 2005, who is a special needs customer?

A
  • A person who needs a seat due to age, disability, illness or pregnancy

Or

  • The carer of a person who meets the above criteria
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11
Q

Where should a special needs customer wait for ramp assistance?

A

3 or 6 car mark

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12
Q

What should Pre-departure announcement contain?

A

Destination and stopping conditions of the service

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13
Q

What is a Train Transposal?

A

A last minute alteration of a service

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14
Q

Who advises drivers of Train Transposals?

A

Train Control at Metrol

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15
Q

An announcement should be given to the passengers when a train is delayed for?

A

2 minutes or over

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16
Q

During extended delays, when should update announcements be given?

A

Every 5 minutes

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17
Q

What carriage must passengers who required assistance from the driver travel in?

A

The leading carriage

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18
Q

What must drivers do for passengers who require a ramp?

A
  • Find out what station the want to go to
  • On arrival provide ramp for their use
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19
Q

What must drivers do for non verbal passengers who require assistance?

A
  • Establish how the passengers says YES and NO
  • Read out a list of station names in order to confirm where they want to get off
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20
Q

What should driver put in the cab in a visible position if a passenger who requires a ramp is travelling?

A

A sticky (post it) note saying which station the passenger wants to get off the train

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21
Q

What are 5 examples of people who might need the ramp to get on and off the train?

A

People who use:
- Wheelchairs
- Walking frames
- Crutches
- Prams conveying children
- Mobility aids

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22
Q

What are the primary doors on Comeng and X’Trap trains?

A

Doors 1 and 6

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23
Q

What are the secondary doors on Comeng and X’Trap trains?

A

Leading Motor Car Doors 2 and 5

24
Q

What are the primary doors on Siemens trains?

A

Doors 1 and 4

25
Q

What are the secondary doors on Siemens trains?

A

Leading Centre Motor Car Doors 1 and 4

26
Q

What must a driver do on a terminating Comeng train with a special needs passenger?

A

Brake controller must moved to and left in EMERGENCY until passenger is assisted and the cab is isolated

27
Q

What must a driver do on a terminating Siemens or X’Trap train with a special needs passenger?

A

Activate the EMERGENCY STOP BUTTON until the passenger has been assisted and the cab is isolated

28
Q

What must a driver do if a ramp is found broken?

A

Exchange it with ramp in a Leading Centre Motor Car and report it as a fault

29
Q

Can drivers lift Motorised Wheelchairs?

A

No

30
Q

Can station staff assist with deploying a ramp?

A

Yes

31
Q

What to do if a “Near Miss Incident” happens?

A
  1. Brake handle into EMERGENCY, bring train to a stand
  2. “Am I ok to continue”
  3. TEC call to Train Controller (possible REC)
  4. If not ok to continue ask for relief
  5. If ok to continue travel at reduced speed until you feel more comfortable
  6. At FSS not ok, DAO will cover shift
  7. Submit incident report at end of shift
32
Q

What to do if there is an Unruly Passenger?

A
  • Get to a safe place
  • TEC or REC call to Train Control
  • Wait for Police if necessary
33
Q

What are the two most common dangerous goods trains encounter?

A
  • Flammable
  • Explosive
34
Q

What should a driver do if there is an incident involving a vehicle carrying dangerous goods?

A
  1. REC call - EMERGENCY, EMERGENCY, EMERGENCY
  2. TDN, Origin/Destination, Location
  3. Nature of the Emergency (lines obstructed etc)
  4. Emergency response (state items on placards, hazchem codes)
  5. Identify any additional hazards
35
Q

Dangerous Goods Label contains?

A
  • Chemical name
  • Class of dangerous goods
  • Contact information
  • HAZCHEM action code
  • U.N. ID number
36
Q

Where is Dangerous Goods Documentation kept on Trains?

A

In the leading cab

37
Q

What is Dangerous Goods Documentation kept in on Trains?

A

A white vinyl bag with red lettering marked Dangerous Goods Documentation

38
Q

Where is Dangerous Goods Documentation kept on Road Transport Vehicles?

A

In the drivers side door pocket

39
Q

What dangerous goods must passengers not bring on trains?

A

Flammable or Combustible Chemicals

40
Q

What must drivers do if dangerous goods are brought on trains by passengers?

A
  • Ask passenger to get off train over the PA system
  • Inform Train Control at Metrol
41
Q

When dealing with an incident involving dangerous goods a driver must?

A
  • Stay upwind of gaseous leakage
  • Avoid contact with dangerous material
  • Avoid inhalation
  • Ensure there are no sources of ignition
42
Q

If a minor hazardous substance spill occurs what is the initial action?

A
  • Check for spill kit, which will contain a substance to absorb the liquid product
  • Notify Train Control at Metrol
  • Ensure drains and water course are protected from any runoff
43
Q

What should be conveyed to Train Control during a dangerous goods emergency which could help emergency services?

A

Information regarding emergency service access and requirements

44
Q

What should a driver do if they are trying to prevent a collision with a person or object?

A

Use the Emergency Brake and Whistle/Horn

45
Q

After an incident what should a driver do to protect adjoining lines?

A
  1. Make a REC call
  2. Display Red Marker Lights on the front of the train
  3. Flash headlights between high and low beam
  4. Use sharp short whistles to alert oncoming trains
  5. Display a red flag on front of train
  6. Fit an Emergency Track Circuit Jumper cable (only if overhead has not been disarranged)
46
Q

What is the emergency situation procedure for incidents that require emergency services to attend?

A
  1. Initiate REC/TEC call
  2. Protect adjoining lines
  3. Public Address Announcements
  4. Ask for assistance
  5. Preliminary breath test
  6. Police statement at the scene
  7. Getting relief
  8. Transportation from the scene
47
Q

What must a driver provide in a statement to Police after an emergency incident?

A
  • Full name
  • Address
  • Grade or Departmental Number
  • Date of Birth
  • Length of service including time served
  • Direction of train travel
  • Whether vehicle was stationary or moving in which direction
  • Whether pedestrian was (walking, lying, or fell etc)
  • Name of any witnesses
  • Whether warning devices were operating at the time

ANSWER “ALL OF THE ABOVE” FOR TEST

48
Q

Passengers must be evacuated from a train if it can’t be moved to a platform after?

A
  • Outside the MURL if train can’t be moved in UNDER 30 MINUTES
  • Within the MURL if train can’t be moved in UNDER 15 MINUTES
49
Q

When evacuating a train in an emergency drivers must evaluate?

A
  • Personal Safety
  • The safety of passengers
  • The safety of Metro assets
50
Q

An emergency evacuation is?

A

A situation on the train which endangers human life (eg. a fire)

51
Q

Controlled emergencies are?

A
  • Driver is informed by Train Control or Emergency Services to do so
  • A severely inconvenient situation for passengers where evacuating is easier for them
  • When a train is disabled and all other methods of solving the fault fail
52
Q

Evacuating passengers should take into account Flora, Fauna and Heritage sites because?

A

State and Commonwealth Legislation protect those areas

53
Q

What should the driver do if the train is not at a platform during an emergency incident and a special needs person needs to be evacuated?

A

Move the passenger to a safer part of the train and wait for assistance from emergency services

54
Q

What must the driver not provide in a police statement after incident involving emergency services?

A

Don’t provide the speed the train was travelling

55
Q

Where are dangerous goods placards located on road vehicles?

A
  • Rear left on back of truck
  • Front left side of load
  • Front right side of load
56
Q

Where are dangerous goods placards on bulk loads?

A
  • Front right side of the load
  • Back left side of the load
57
Q

What colour is signage for Flammable and Explosive dangerous goods?

A

Flammable = Red
Explosive = Orange

Class 228 - Cert IV (10 decks)

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